# Ticket Breakdown

## Overview

The Ticket Breakdown page gives you a detailed view of every ticket generated by OneLens policies. From resource-level insights to evidence and recommended actions, everything you need to investigate and resolve a ticket is available in one place.

Each ticket is structured to help you move from awareness to action.

## Ticket Details

Start here to get a quick overview of the ticket and take immediate actions.

* **Status**\
  You can update the ticket status based on progress—**To Do, In Progress, Done** or **Dismissed.**
* **Potential Savings**\
  See how much you can save per month by implementing the recommended fix.
* **Assigned To**\
  Assign the ticket to yourself or any teammate. 

{% hint style="warning" %}
Only users with OneLens access appear in the assignee list.
{% endhint %}

* **Priority**\
  Set the urgency of the ticket as ***Low***** or *****High***, depending on impact.

  <figure><img src="/files/sMhbglGq14AeDRqNLWzj" alt="" width="375"><figcaption></figcaption></figure>

## Resource Details

Coming next is the resource details part that helps you understand the resource behind the ticket and its current cost.

* **Monthly Price**\
  View how much the resource is costing you each month.
* **Resource Information**\
  Get details like resource ID, region, and service type.
* **AWS Tags**\
  Review AWS tags associated with the resource to identify ownership, environment, or usage.

  <div align="center"><figure><img src="/files/Fb34ZLEWbpf8igkZJTV3" alt="" width="375"><figcaption></figcaption></figure></div>

To take further action or inspect the resource more closely:

* **View in AWS**\
  Jump directly to the resource in your AWS Console.

  <figure><img src="/files/ukUwM0CAfvuBruHj65eL" alt="" width="188"><figcaption></figcaption></figure>
* **View Resource Details**\
  Access an extended view that includes resource-level configuration and open policy violations.

  <figure><img src="/files/H2B3WC2mPJs4C4jgqFwV" alt="" width="188"><figcaption></figcaption></figure>

## Ticket Overview

After the understanding of resource and its context, you’ll find context around why the ticket was created and the data used to generate it.

* &#x20;**Policy Name**\
  See which policy was violated. You’ll can also find essential details like:

  * Policy Description
  * Why is this policy important?
  * Policy Configuration
  * Policy Tags

  This gives you full clarity on **why the ticket exists** and what the policy is trying to enforce.
* **Metrics**
  * **Tickets Created On**: Know when the ticket was raised.
  * **Policy Last Run On**: See the most recent policy evaluation date.

    <figure><img src="/files/Luvgh4gEBR7H5WuP08Zd" alt="" width="563"><figcaption></figcaption></figure>
* **Evidence**\
  Evidence is generated based on:

  * **Resource metadata** (such as configuration, tags, usage patterns)
  * **CloudWatch metrics** collected from your AWS environment

  Depending on what’s available for the resource, the evidence is shown either as:

  * **Graphs** visualizing **trends** (e.g., CPU usage, Active Connection Count, NetworkIn, NetworkOut)

    <figure><img src="/files/1Hx5z71TS4ZUYVreaB8p" alt="" width="563"><figcaption></figcaption></figure>
  * **Key-value pairs** highlighting the **current configuration** of the resource (e.g., Used Storage, Instance State, Volume Type)

  <figure><img src="/files/BOBnuRAwSQAaYjEvmVY3" alt="" width="375"><figcaption></figcaption></figure>

  Here you can validate the issue before taking action.
* **Recommended Action (Preview)**\
  See a summary of what you’re advised to do. Click through to get the full action breakdown.

  <figure><img src="/files/t8PYjNtJRFTpjG2cy57S" alt="" width="563"><figcaption></figcaption></figure>
* **Other Open Tickets for This Resource**\
  If the same resource has multiple violations, you’ll find those here. This helps you take coordinated actions.

With the context and evidence in hand, you can move forward with actions.

## Recommended Actions

This tab gives you the next steps tailored to the resource and policy.

* **Recommendation Description**\
  Read a clear explanation of the suggested action.
* **Potential Monthly Savings**\
  Understand how much you can save if you implement the change.
* **Effort Required**\
  See whether the action is quick to apply or needs coordination across teams.

  <figure><img src="/files/p7NtjCNWn6CCjNHFN7fw" alt="" width="375"><figcaption></figcaption></figure>

## Activity

Finally, to check the ticket's activity log, use the Activity tab that track everything happened with the ticket. Here you can see:

* When the ticket was created, reassigned, updated, or resolved.

  <figure><img src="/files/j3j3YIAP45PVWXTR6XtQ" alt="" width="375"><figcaption></figcaption></figure>

* Failures in **CloudWatch metric gathering** (e.g., memory metrics not available)

* Issues with accessing **resource metadata**

  <figure><img src="/files/MpUQrIiKIC9YQYN433TC" alt="" width="375"><figcaption></figcaption></figure>

{% hint style="success" %}

## Policy Revised Message

If the policy configuration changes and the issue is no longer valid, the ticket closes automatically. You’ll see a message in the Activity timeline confirming this.
{% endhint %}


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